SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

Tutor

SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

I originally requested services from AT&T on 8/14/13 via your online chat system. The rep that I spoke with had promised discounts that included waiving service fees, equipment and deposit. That chat was subsequently disconnected. When I tried to get back in contact with the chat representative or have my initial conversation looked up by the new rep, I was told that there was no record of it and unfortunately I did not save the message since the chat box had been closed out for "technical difficulties". On 8/15/13 I set up services to be self-installed 8/23/13, paid my $100 deposit & was told that installation fees would be waived. I was told that I would receive my equipment by that date (8/23) as well. The online chat representative informed me that the equipment charges were $100 and that would appear on my first billing cycle; however since I was making a $100 deposit that would be posted toward my equipment & I would be left with my monthly payment plus any prorated charges. On 8/20/13 I received a recorded message from AT&T U-Verse indicating that my installation date has now been changed to 8/29/13. I contacted AT&T U-Verse regarding the change in date and spoke with a rep named Patrick in the Retention department. I explained my situation and informed him that I could not wait until the 29th for the services to be installed. Patrick stated that he could still have my services set up for 8/23/13. He also explained that the deposit is NOT for the equipment. It was non refundable & my equipment charges would be separate from this. After further discussion he apologized for the misinformation I received and offered to waive the equipment fees. He explained that this would still be self installation, since I was unable to be home, but that a technician would still be out since they still need to connect the services outside my home. I received a call on 8/23/13 from a technician who asked if I was a self install. I explained that I was and he informed me that my services would be set up by the time I was home that evening. When I arrived home I found that my equipment had still not been delivered. I contacted AT&T U-Verse only to find out that my self installation had been cancelled and I had been set up as a technician install. This was not what Patrick and I had discussed and the technician from that morning had not mentioned it either. So, I found myself with no equipment and NO service. I contacted the customer service line and had an extremely difficult time trying to speak with someone. I was hung up on several times and no one called me back. I finally reached someone named Sharon and spoke with her on 8/24/13. She told me she was working with a tech & would try to get everything resolved. She left me a voicemail after we were disconnected, yes one person was able to call me back, informing that she or a lead would contact me back in just a few minutes regarding my order; however a few hours passed and I heard nothing. I called back once again and after explaining myself in detail about what was going on I was transferred to someone named Cindy who is in Customer Relations. She had to cancel out my order and have a new order set up. She offered to waive all charges and refund my $100 deposit, she placed a new equipment order & set up for a technician to come out for a SELF install on 8/29/13. I received my equipment on 8/29/13 and also received a phone call that morning from a technician stating that he was setting up my services. When I arrived home on 8/29 and set up my equipment there was no signal. I contacted customer service at about 9pm, central time, and I was told to allow one to two more hours for "activation". The next morning, 8/30, the services were still not working. I contacted customer service AGAIN to inform them of this. I was told that a technician would need to be sent out & they could have one out that evening between 3 & 7pm. I took time off of work that afternoon in order to be home when the technician arrived. The technician arrived around 6:30 pm and first informed me that he was unable to detect a signal. After about 30 minutes he told me that everything was "fixed", but that the "CO" had to connect my services, so I would need to wait until the next day when someone was in the "CO". I asked several times what a "CO" was and he finally explained that it was the "Central Office". The technician was very rude and unprofessional. I had to ask him three times to leave my home once he was finished. He left my access box fully open with some piece of equipment that is used to detect the signal hanging from it. I contacted AT&T once again the next morning, 8/31/13, and was told that the technician didn't actually set up services. They could not detect ANYTHING from my home & would need to send out ANOTHER technician out. After countless hours on the phone with your representatives and nothing but headaches I decided to cancel my account and go to COMCAST. I thought all was said and done. I had wanted to write a letter to everyone and anyone I could think of, let everyone know what horrible service I received and the lack of communication and knowledge that your staff holds; however I decided to leave it alone and move on. Then today I open my mailbox and find something from AT&T. I thought that it might be a confirmation of my cancellation. However, it was not. It was a bill for $0.83 cents. Yes, that's right, EIGHTY-THREE CENTS. Was that even worth the cost of the stamp, paper and ink?? Eighty-three cents. Really? For non working services from 8/30 - 8/31, for countless phone calls, for being hung up on, for having to add a larger data plan to my AT&T cellular service to have a hotspot so I can do my schoolwork, for my frustration…….I now owe YOU!! Eighty-Three Cents!! I guess it's good to know where AT&T stands with their customer service. Glad to know that they're living up to their vision statement: "The AT&T global network was born of the ingenuity of AT&T Labs networking specialists who made disparate systems work together. Being the world's fastest and most reliable global network, our network is the standard against which all others are measured. To maintain our leadership in this arena, we focus on the future and aggressively pursue innovations. Our vision is to design and create in this decade the new global network, processes, and service platforms that maximize automation, allowing for a reallocation of human resources to more complex and productive work." Maybe if their vision statement was more customer based than trying to maintain their "leadership", we could have avoided this situation. Thanks for the weeks of frustration and my EIGHTY THREE cent bill!! 

 
Message 1 of 9 (714 Views)
ACE - Professor

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

It sounds like someone made a math error when calculating the amount to adjust.

 

If you call, I'm sure they will adjust the $.83 to zero for you.

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 2 of 9 (679 Views)
Tutor

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

Yes, obviously someone made an error and it isnt a question of whether or not they'll adjust it. When I call in I will be sure that they do. That isn't the point or the problem here. It's offensive and outrageous that I received such horrible customer service and then to have a bill sent to me for having absolutely NO services. And 0.83 cents at that! Postage, paper, printing, mailing services, processing fees (for AT&T) all cost AT&T more than what I would be paying them, 0.83 cents! I'm sure I can not be the only person that this has happened to. Most likely I wont receive any type of response from AT&T, but something needs to be said about their customer service practices.

Message 3 of 9 (667 Views)
ACE - Professor

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL


vennesac wrote:

Yes, obviously someone made an error and it isnt a question of whether or not they'll adjust it. When I call in I will be sure that they do. That isn't the point or the problem here. It's offensive and outrageous that I received such horrible customer service and then to have a bill sent to me for having absolutely NO services. And 0.83 cents at that! Postage, paper, printing, mailing services, processing fees (for AT&T) all cost AT&T more than what I would be paying them, 0.83 cents! I'm sure I can not be the only person that this has happened to. Most likely I wont receive any type of response from AT&T, but something needs to be said about their customer service practices.


I moved and disconnected service. I received a refund check for $.02! 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 9 (614 Views)
Scholar

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

I wonder how many dollars they waste adjusting that 83 cent bill. Greatly efficient system.
Message 5 of 9 (587 Views)
ACE - Expert

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

I'm confused?  Is it really 0.83 cents (which is $0.0083)?

 

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 6 of 9 (574 Views)
Highlighted
ACE - Professor

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL


JefferMC wrote:

I'm confused?  Is it really 0.83 cents (which is $0.0083)?

 


Good catch! I didn't even notice that the first time!

*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 9 (547 Views)
Scholar

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

That reminds me of the Verizon math blog post from years back.

 

http://verizonmath.blogspot.com/2006/12/verizon-doesnt-know-dollars-from-cents.html

Message 8 of 9 (523 Views)
Tutor

Re: SUB PAR CUSTOMER SERVICE AND AN 0.83 CENT BILL

Just an update on my situation here.

 

I received a Facebook message requesting that I email my information & details of my problem to David Osborne at AT&T Social Media so he could assist me. I did so and decided to give AT&T another chance to see if they might actually be able to set up my services properly.

 

I emailed David O. after he adjusted my $0.83 ($0.0083 what??) bill requesting that they go ahead and set up services at my NEW address. David O. informed me that this would be entirely possible, requqested my updated address & informed me that he would forward the information to the correct department in order to get everything set up! Yay for me!

 

I then played phone tag with a "Representative from AT&T Calling On Behalf of the Office of the President" named Dorrett Daly (Daley?). She left me several voicemails one of which indicating that she would be glad to set up services at my NEW address. I left her a voicemail with the times I could be contacted so we could actually, I don't know, speak to each other in regards to the services being set up. But of course the calls would come just shy of the time I indicated.

 

Dorrett Daly was able to set up a service time and day through numerous voicemails. Finally a tech calls to say that he's behind schedule, but will be there soon. I ask him to confirm the address and lo & behold! He is going to the WRONG address!

 

Of course I contact Ms. Daly today who stated that she was dealing with a Karrie Calabretta, who is a Case Manager in Social Media, and was NEVER given the NEW address even though she indicated in a voicemail that she had it.

 

Nice work AT&T!! Glad everyone can communicate and take responsibility for their actions!! Yes, that was sarcasm.

Message 9 of 9 (387 Views)
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